About the job
Discover knok
At knok, we are at the forefront of humanizing digital healthcare transformation. Our vision is to provide equitable access to quality healthcare for everyone through innovative digital technologies. This mission is embraced by every individual within our team.
By implementing a Digital Front Door strategy, knok seamlessly connects patients, healthcare providers, and professionals on a single platform. Our API-first, white-label solution offers a personalized and engaging healthcare experience across various conditions, powered by our advanced Patient Journey Engine.
Leveraging real-world clinical data since 2015, we have facilitated over 2.5 million clinical interactions in more than 12 countries. Our scalable, AI-ready platform enhances the effectiveness of data-driven care, ensuring better health outcomes throughout all life stages.
Are you prepared to join us in transforming healthcare and making a real difference in people's lives?
Role Overview
We are seeking a Product Support Specialist to serve as the technical backbone of our telemedicine operations. You will be the essential link between our customer service team and our Engineering department, ensuring healthcare professionals experience seamless service.
This role transcends mere script adherence; it involves tackling connectivity issues (including VPNs), diagnosing audio/video glitches, and navigating complex browser challenges in high-pressure scenarios. If you are a natural problem-solver who excels at unraveling intricate issues and translating technical jargon into accessible solutions, we want to hear from you.
Key Responsibilities
- Act as the second line of defense: Address escalated technical issues related to our platform (VPN, WebRTC/Audio, Browser API permissions) that require in-depth investigation.
- Bridge the gap: Collaborate closely with the Engineering and Product teams to escalate confirmed bugs, providing them with detailed logs, reproduction steps, and relevant context.
- Investigate & troubleshoot: Go beyond just fixing; analyze the underlying causes of recurring incidents and contribute to implementing long-term solutions.
- Priority management: Navigate a dynamic environment, triaging urgent blockers in the telemedicine workflow to ensure uninterrupted medical consultations.
- Knowledge champion: Document technical processes and create

